Traditional Culture Encyclopedia - Hotel accommodation - Various indicators commonly used in the hotel industry

Various indicators commonly used in the hotel industry

1.LNR "local" company negotiated rate Local Negotiated Rate

Sign Contract with hotel directly (sign an agreement directly with the hotel)

Big amount of account and lower contribution from each (more customers, but less room nights per company)

Higher contract rate than KNR mostly (usually higher than KNR’s contract price)

Renew contract by Sales (renew the contract through sales staff)

Priority focus in 2007 (is the focus of 2007)

2.RFP Cooperation Agreement Application Request for Proposal

Mostly sign or renew on yearly basis (mostly sign or renew once a year)

NSO/RSO often provide assistance (China/regional sales office will provide assistance)

Applied major from KNR (Mainly applied to KNR (important company negotiated price))

Available to accounts worldwide (Applicable to customers worldwide)

3.GOP Gross Operating Profit

Calculation formula: The total operating gross profit of each production and business department of the hotel (including Room, F&B and other) - the total expenses of non-operating departments (including A&G, S&M, Engineering and Energy).

Operating gross profit of each production and business department = revenue-direct cost-operating expenses.

4.RevPAR Average Revenue Per Available Room

The formula is: RevPAR= Total Room Rev.Total Room Revenue

Total Available Total number of rooms available for sale in Room

5. RGI Revenue Generation Index

The formula is: RGI = hotel RevPAR (average revenue per available room)

Market RevPAR (market revenue per available room)

Market RevPAR = sum of all hotel room revenue

Total available rooms for all hotels

6. GSTS guest opinions Survey system Guest Satisfaction Tracking System

GSS= Guest Satisfaction Index. (A key measure within GSTS).

A guest overall evaluation of the quality of service received during their stay.

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GSS Guest Satisfaction Index (an important indicator for measuring GSTS). It is the guest’s overall evaluation of the service received during their stay.

7. ESPS Employee Satisfaction Pulse Survey

ESS= Employee Satisfaction Index (employee satisfaction index) measures the overall satisfaction of employees with the company and their positions.

Key Driver Report (Key Project Report) The five issues that most affect the ESS score.

8. TQM Total Quality Management

TQM is focusing on process improvement and innovations and the purpose is to find the problem root cause so that to meet overall guest satisfaction. ( TQM is committed to process improvement and innovation with the goal of identifying problems at their root, thereby ultimately improving overall guest satisfaction.

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9 steps of TQM project (Nine steps of TQM):

1) Project selection (project selection)

2) Setup data collection system( Establish a data collection system)

 3) Data analysis

 4) Diagnosis

 5) Solution

6) Confirmation

7) Standardization

8) Setup maintenance system

9) Review (Review)